At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

Summary:The Digital Optimization Strategist will be responsible for maintaining the analytics and recommending program optimizations for assigned clients. They will be responsible for delivering data-driven ideas to make the program perform better, including presenting these ideas and performance updates to the client regularly. The Digital Optimization Strategist will partner with the Client Service Managers and other Professional Services staff to deliver on the client's needs. Over time the Digital Optimization Strategist may also be provided with opportunities to learn related optimization and design roles across Live Chat and Virtual Assistant capabilities.

Responsibilities:

• Ensure internal processes are understood and followed to enable client satisfaction, retention, and growth and ensure account is profitable for Nuance, including by identifying needs and opportunities for additional chat services and optimization opportunities• Inventory client site analytics, documenting performance of key funnels, flows and pages• Maintain launch and program documentation including business rule design, change management requests and support tickets• Baseline performance strategy creation for each client• Weekly client site performance tracking; deriving insights, key findings, and best practices to communicate internally and externally• Marry client site performance to chat performance trends• Produce data-driven slides for Business Review decks for clients, and present to clients; this may include limited travel• Prove out and challenge existing best practices and assist in documenting proven findings, approaches, and strategies• Assist in client planning and communication on strategic direction• Possess the capacity to perform essential duties with minimal supervision and direction, and to mentor others• Demonstrate success in working with complex strategic clients• Continually develop in both analytical and presentation skills

1. Five or more years of experience with technology consulting, eCommerce, and/or Web Analytics is preferred2. Must have superb communication skills (both written and oral), including group presentation skills. Employee is required to collect and analyze data; prepare memos, emails, and presentations of data collected3. Must have the ability to apply knowledge of mathematics, statistics, and principles of finance to interpret collected data4. Ability to define problems, collect data, establish facts, draw valid conclusions, and make recommendations to improve5. Have the ability to communicate complex data and ideas through the use of Microsoft PowerPoint presentations 6. Individual should have experience with Internet software and Database software7. Experience with standard web analytics systems is preferred8. Some experience in computer and/or web programming, including JavaScript, XML, Visual Basic, HTML, CSS, or SQL, is preferred9. Experience with A/B and multivariate testing10. Experience with web/digital/ contact center (live chat) environments

Why Nuance?

I recently rejoined Nuance because I love having the privilege of working with a diverse team of nice and talented individuals to drive customer satisfaction. Having the flexibility within my role to get stuff done while maintaining a good work-life balance.Martin General Manager

I fell in love with Nuance especially the innovative platforms we create and we impact people’s lives. The work I do every day at Nuance makes a difference and I know when I go home that I truly did something meaningful and important.Vishnu Tech Support

I have been working in the Healthcare industry for close to 20 years and have marveled at how Nuance has been able to keep up with the industry changes and challenges. Every day I am challenged, and every day I make sure the customer comes first. The culture and employees at Nuance are wonderful. I am proud to work for such a dynamic and diverse company and I look forward to the future growth.Kristen Inside Sales

I work with some of the smartest colleagues in the industry to turn leading technology and innovative ideas into products and solutions that solve real life problems and have a positive impact on people. I love the flexibility of working.Martin Product Manager

Life at Nuance

We believe in an inclusive culture founded in innovation, life-long development, community impact, and flexible benefits programs so that you can be your best every day.

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